CAST HIGHLIGHT - Portal - Login - Forgot Password option for Resetting Password is not working – CAST

While trying to reset password by clicking on "Forgot Password" the user is not getting the activation email.

Workaround or Action Plan

Check to see if it is because of any kind of network failure that the user did not receive the email.
Check the spam folder for the email.
Check to make sure that the user is entering the login credentials correctly without white space etc when using the "Forgot Password" option.
Ensure that the user is using the same login ID for which the activation link was initially generated. Note that User login ID need not always be the email address. Users HL login ID is usually available in the invite mail sent by Highlight. NOTE Support can crosscheck by generating an activation mail by correctly entering the users credential using the Forgot Password option in the correct server that the user is using. Please note that if the account is an on-premise account or a demo/trial account with a common password then user wont get the activation mail.
If alias mail id is used check whether user has received the activation mail in users primary mail ID. If alias mail id is configured in users mail server ask the user to check the alias mail box.
Ensure that the user account exists and is registered in Highlight.
Find out whether user is getting any "Your subscription period has ended" message or any other error message and take the necessary steps to rectify the error. Ask for a screenshot of the error message,
Check with their portfolio manager whether the user account is not detached or deleted from users Highlight instance. If detached or deleted then ask the portfolio manager to re-invite the user once again.
If the password reset link is received by the user but if it still doesn't work, the portfolio manager can detach the user from the portfolio and re-invite him/her as a workaround.
Find out on whether the user is trying to login to the server where the user account is hosted. The correct server URL can be found out from the initial activation mail that was sent to the user.
or

Please note, If the portfolio is hosted on Azure (https://cloud.casthighlight.com), and if one tries to reset password from the AWS server (https://rpa.casthighlight.com), one won't receive the reset password link as this user is not known on this server and vice versa. Portfolio can also be hosted in Google cloud with the URL. https://app.casthighlight.com/. If the account is for demoing or certification then the URL is https://demo.casthighlight.com
If SSO is enabled in the user's organization then the user won’t be able to change the password as this information is managed by the users IdP. SAML attributes overwrite the user data stored in CAST Highlight. Forgot password option won't work if SAML is enabled.
1. 1. Check with the users portfolio manager If any transition to Single Sign On is happening from the traditional mode of using email id and password at the login page. Then user has to contact the users Portfolio Manager. Please refer CAST HIGHLIGHT- SSO - SAML - How to solve incidents related to Single Sign On
  2. If SAML is already enabled in the users organization and SAML enabled HL login is being activated for the particular user, user will get only a “Connect Only” role when the user logs in initially as no role is defined in the IdP. After the role is defined by the Portfolio Manger then only user can connect through the correct SAML “login” url (e.g https://rpa.casthighlight.com/saml/login/alias/<company123 > . In this case No email invitation is sent to the user and the user won’t be able to change the password as this information is managed by the IdP. Please refer User Workflow
  3. Confirm whether the user is using the proper URL for SAML login (e.g., https://rpa.casthighlight.com/saml/login/alias/<company123>) instead of the traditional login (https://rpa.casthighlight.com/)
  4. Check whether user has to use the VPN to connect or whether there are any other network issues or any SAML configuration issues at the user side. Please refer CAST HIGHLIGHT- SSO - SAML - How to solve incidents related to Single Sign On
  5. In some cases user maybe having two separate accounts one in which SAML is enabled and the other in which the user is still using the classic login. Ensure that the user is using the appropriate login ID for which the activation link is to be generated.
If user has forgotten the password and is trying to change the password but is not getting the activation link then check whether the user has multiple email credentials for Highlight and whether the user is trying to login with the currently active one.
If password is changed ensure that the user is using a standard password meeting the following criteria

▪ Minimum length of 10 characters

▪ Must contain at least one alphabetic character

▪ Must contain at least one lower case character

▪ Must contain at least one upper case character

▪ Must contain at least one numeric character
For companies who require stronger passwords for third-party solutions (i.e.: Highlight), the
CAST Highlight platform administrator may have specified additional password requirements:
▪ Password must contain at least one special character (e.g.: #-?@)
▪ Minimum length can be extended to comply with your policy (e.g. 14 characters)
Please check with your Portfolio Manager.
When entering the password again ensure that the account is not getting locked out because of three repeated failed login attempts or wrong entry of users mail id or password. CAST HIGHLIGHT - Web - Login - What to do if your Account gets Locked Out . Ensure that the credentials are entered correctly without any Caps lock, white space etc.
If it is an On-premise account "Forgot Password" option will not work. Also if it is a demo/trial account with a common password, reactivation by the "Forgot password" method wont work. User might also not get any error message. eg trials+partner@casthighlight.com hosted in https://demo.casthighlight.com/ . Then follow CAST HIGHLIGHT - Sandbox - Demo - "Login or password incorrect (too many attempts lock the account) or company-managed account."